Assistant Quality Assurance Manager

TP; Jaipur; On-site; INR 400,000 - 600,000; Full time

Job summary

TP in Jaipur is seeking a QA Leader to design governance models that ensure QA KPI alignment and complete audit coverage. You will coordinate with training and Operations to identify systemic quality-improvement and meet client end requirements within deadlines.

You will mentor analysts, conduct performance reviews, and lead calibration sessions with Quality, Operations and clients to drive consistent performance improvements across the program.

Qualifications

• GB or YB Trained/certified candidate will be preferred.
• Should create a strong governance model to ensure QA KRAs.
• Ability to use trends to identify training needs and action plans.
• Lead calibration sessions with Quality/Operations & Client.

Responsibilities

• Using smart logic in sampling for audit planning & ensure complete audit coverage.
• Support peers & focus on QA metrics and operational processes that drive KPI results.
• Coordinate with training and Operations to identify systemic quality-improvement.
• Capable to meet ADHOC Client end requirements within specified timeline.
• Ensure participation in all internal & client calls as required.
• Coach analyst based on evaluation trends.
• Conduct performance reviews and team meetings.
• Prepare Weekly, Monthly & Quarterly reviews.
• Oversee risk management activities across the Program.
• Initiate metric improvement activities/projects.
• Develop Improvement plan in liaison with other departments & monitor efficacy weekly.

Skills

Team leadership

Quality Assurance

Auditing

Data analysis

Communication skills

Problem solving

Coaching

Job description

GB or YB Trained/certified candidate will be preferred

Should be able to create a strong governance model to ensure compliance on QA KRAs

Using smart logic in sampling for audit planning & ensure complete audit coverage

Support peers & focus on QA metrics and operational processes that drive KPI results

Coordinate with training and Operations to identify systemic quality-improvement

Capable to meet ADHOC Client end requirements within specified timeline

Ensure participation in all internal & client call as required

Lead & participate in calibration sessions with Quality/Operations & Client

Coach analyst based on evaluation trends

Conduct performance reviews and team meetings

Report results of evaluations to all stakeholders on weekly & monthly basis

Analysis on contact driver and highlight different level trends

Use trends to identify training needs and developing action plans & tracking daily feedback

closure

Prepare Weekly, Monthly & Quarterly reviews

Assures effective process and policy mechanisms are in place

Weekly QA Spot-check Reporting

To oversee risk management activities across the Program

Initiate metric improvement activities/projects

Should have ability to interpret the data and come up RCA’s and action plan to ensure

consistency in performance

Develop Improvement plan in liaison with other department(s) & monitor efficacy on

weekly and monthly basis

Work on Customer Experience analysis and identify causal factors which are impacting CX

and share recommendations

Key Skills:

Ability to motivate and inspire new & existing Teammates.

Skills for planning, assigning work & grievance handling

Must have a strong eye for detail and a thorough understanding of client expectations

Must display positive energy, service-oriented attitude towards all teammates.

Strong managerial, organizational, prioritization and leadership skills

Solid language fluency required – Reading, Speaking, understanding & Writing (enunciation, clarity and professionalism)